Call Center QA Support Analyst

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🕒 2 days ago

🐊 Florida, Michigan, +1 more states – Remote

🐊 Florida – Remote 🚗 Michigan – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

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Centro Benefits Research

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

⚕️ Healthcare Insurance

Consulting • Healthcare Insurance • Technology

Centro Benefits Research is an ancillary benefits consulting and technology firm that enables brokers and carriers to deliver optimal outcomes for their customers. With its deep industry knowledge and expert consulting, Centro focuses on enhancing client outcomes while increasing agency revenue and reducing operating costs. The firm's technology solutions streamline the quoting process and provide brokers with tools to manage their business efficiently, leading to improved proposal accuracy and quicker turnaround times.

📋 Description

• Monitor and evaluate live and recorded calls to ensure adherence to quality standards, compliance requirements, and client expectations • Analyze call center performance metrics and KPIs to identify trends, risks, and opportunities for improvement • Aggregate and interpret AI performance data related to call quality and production to support reporting and training efforts • Assist in the development, implementation, and maintenance of QA scorecards and performance tracking systems • Monitor participation and engagement in trainings, internal chats, and Agent activities • Track adherence to attendance policies and scheduled appointments • Maintain a strong sense of urgency in meeting deadlines, with proactive and clear communication

🎯 Requirements

• Experience in a call monitoring, quality assurance, or data analyst role, preferably in a sales or insurance environment • Background in insurance, employee benefits, voluntary benefits, or life insurance strongly preferred • Strong understanding of metrics, KPI monitoring, and performance reporting • Experience with data aggregation, analysis, and production performance evaluation • High School Diploma or equivalent required; Associate Degree or Business Certificate preferred • Experience working in a remote or work-from-home environment • Advanced technical proficiency with Excel and Microsoft Applications • Fluent in English with strong written and verbal communication skills • Bilingual Spanish fluency highly preferred

🏖️ Benefits

• Company-provided equipment: computer, monitors, keyboard, headset • Full-time remote (work-from-home) opportunity • Personalized coaching, training, and development programs • Recognition and rewards for strong performance • Opportunities for career growth and internal advancement • A collaborative, inclusive culture of motivated professionals and leaders